Customer Support Specialist

4 weeks ago


Moorefield, West Virginia, United States Burke & Herbert Bank & Trust Full time
Job Overview

Education Requirements: High School Diploma or Equivalent

Required Skills and Experience:

The ideal candidate will demonstrate exceptional verbal and written communication abilities, active listening skills, patience, and effective problem-solving capabilities. Client Services Associates must exhibit a strong work ethic and meticulous attention to detail in a dynamic work environment. Proficiency in technology is essential, including familiarity with various web browsers and their security settings, as well as the ability to efficiently navigate multiple computer screens and applications to meet client needs. Additionally, candidates should be adept at addressing client inquiries related to smartphones and tablets. Adaptability to evolving technologies, regulations, and procedures in a fast-paced atmosphere is crucial.

Key Responsibilities:

Client Services Associates will manage incoming service calls and other client interactions through various channels, including internet chat, emails, and secure messaging. The representative will engage with clients in a friendly and professional manner while ensuring a thorough customer identification process. Responsibilities include:

  • Responding to client inquiries within established standards.
  • Resolving client issues related to banking products and services.
  • Assisting clients with self-service portals.
  • Identifying client needs and recommending additional products or services to enhance their banking experience.

It is essential for the representative to possess comprehensive knowledge of all available products and services and how to assist clients in utilizing them effectively. A thorough understanding of self-service portals, including internet banking, debit cards, mobile banking, and bill pay, is required. The representative will also be responsible for learning and testing new services for client rollout and will undergo training in various departments, including branches and loan processing.

Additionally, the representative may assist in front desk operations, welcoming and directing visitors. The Client Care Center will facilitate online account management, adhering to procedures for servicing online clients. The representative will be tasked with generating various reports as needed and will strictly follow operational protocols, including security and fraud prevention measures. Collaboration with front-line staff to provide assistance as required is also expected. The Client Services Associate will embody the principle of "Service Beyond Expectations" by adhering to established guidelines.

Team Dynamics:

A Client Services Associate plays a vital role within the Burke & Herbert Bank & Trust team, valuing each employee's expertise and contributions. The representative will foster collaboration among colleagues and clients, proactively assisting others and taking initiative to enhance service quality. Close cooperation with branch staff and headquarters employees is essential to maintain the safety and security of all branches and clients.

Burke & Herbert Bank & Trust is committed to providing equal employment opportunities in all aspects of employment. All employment decisions are made without regard to race, color, religion, age, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

Compensation: Hourly rate varies based on experience.



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